Employer pages very slow since last week
Ticketclosed
Duddingston Payroll · Employer pages very slow since last week
Ailsa Pringle reported slow employer pages since last week, with two client managers back on spreadsheets. Connor Webb traced a slow fee summary query, and the ticket closed on 12 Jan 2026.
What happened
What this says
As at Fri 9 Oct 2026Ailsa Pringle reported slow employer pages since last week, with two client managers back on spreadsheets. Connor Webb traced a slow fee summary query, and the ticket closed on 12 Jan 2026.
Problem: Pages for larger employers were slow, and the fee summary spun then went blank, which sent two client managers back to spreadsheets.
Handling: Connor Webb asked for detail, then on 8 Jan 2026 found a slow fee summary query and said a fix was on its way. The ticket was reopened so it could be checked with Ailsa.
Watch: An internal note says the fix needs an index change in the nightly job, and Samir Haddad was asked to confirm it is safe for Growth accounts. The ticket was closed on 12 Jan 2026, although the 8 Jan 2026 note said to leave it open until Ailsa confirmed.
Details
Updated 9 Oct 26Trail
created · Ailsa Pringle 5 Jan 2026 12:36Hi, the employer pages have been painfully slow for my team since last week. Opening one of the bigger employers takes ages to show the payroll queries and deadlines, and the fee summary often spins then goes blank. Two of my client managers have gone back to spreadsheets, which is the opposite of what we bought this for. Nothing has changed on our side that I know of. Could someone look at this? I need to brief my head of client services before month end. Thanks, Ailsa- Public reply · Connor Webb 5 Jan 2026 15:10Hi Ailsa, sorry it has been slow for your team. Is it every employer or only the larger ones, and is the fee summary a blank panel or an error message? If you can send the exact text or a screenshot, that will help. Thanks, Connor
- Public reply · Ailsa Pringle 6 Jan 2026 13:32Hi Connor, it's the bigger employers, every time, not just now and then. The fee summary spins and goes blank with no error message that I can see. My colleague says it started mid last week. Ailsa
- Public reply · Connor Webb 8 Jan 2026 14:41Hi Ailsa, thanks, that helps. I've found a slow query in the fee summary for employers with a large query history, and a fix is on its way. I've marked this solved for now but I've reopened it so we can check it with you before we close. Could you open one of the bigger employer pages and tell me what you see? Thanks, Connor
- Internal note · Connor Webb 8 Jan 2026 15:05Fee summary query does a full scan on the employer table for accounts with a big query history. Account config is normal. Fix needs the index change in the nightly job. Samir, can you confirm it is safe for Growth accounts before we roll it out? Leaving open until Ailsa confirms.
- Status change · 12 Jan 2026 23:59